Dell
Sr Program Manager / Customer Delivery Executive
Washington D.C. Metro Area, US - Computer Hardware, Computer Software, Information Technology and Services
Job Description
Dell Inc.'s wholly owned subsidiary Dell Services Federal Government, Inc. (DSFG) is seeking a Client Delivery Executive/Senior Program Manager. The Client Delivery Executive/Senior Program Manager will support one of our Key Federal Programs in our Washington DC location. The Customer Delivery Executive/Senior Program Manager will be the primary, accountable owner of the day-to-day customer relationship for their Line of Business (LOB) while directly leading the efforts of account assigned Dell Delivery personnel to ensure customer needs and contract requirements/SLAs are met. The ideal candidate for this position should have direct onsite government experience providing IT Infrastructure Program Management support for an enterprise level program.
The Customer Delivery Executive/Senior Program Manager will be responsible for:
* Overall ownership of assigned customer relationship(s).
* Accountable for the delivery of service commitments to customers for their account(s).
* Develops account plan for the LOB account(s) in coordination with the Customer Executive who owns the integrated, final plan.
* Owns LOB task order approvals for the account(s)
* Manages delivery components of the Account P&L.
* LOB is responsible for pricing and setting margin and the Customer Delivery Executive owns deal governance and technical certification.
* Ensures that full life cycle delivery costs are within or better than the delivery costs committed within the approved deal model.
* Responsible for profit goals and effectively manages LOB account P&L and forecasts.
* Directs the efforts of others in the achievement of the strategic and operational objectives of the group.
* Manages the hiring, staffing and maintaining of a diverse and effective workforce.
* Responsible for career development/planning, performance and pay discussions of team members.
* Coordinates the activities of technical solution team members to meet contract obligations.
* Provides complex metrics and reporting support to all relevant stakeholders.
* Identifies opportunities for Growth and Innovation and supports planning and execution for the same.
* Proactively identifies potential issues and drives resolution to avoid customer impact and facilitate continuous improvement.
* Builds and sustains effective communications with all stakeholders and cross-functional teams in an effort to maximize the customer experience.
* Ensures positive customer experience and satisfaction by developing and executing to a Net Promoter Score (NPS) Action Plan.
* Responsible for holding Customer Governance meetings and accountable for ensuring Crisis Management/Business Continuity Plans are developed and active.
Required Skills
* 10+ years of experience managing projects, preferably Civilian government agencies
* Project Management Professional (PMP) certification (required within a year)
* ITIL Foundations Certification (required within 6 months)
* 8+ years of project planning, scheduling, executing and monitoring and control functions
* 3+ years of IT Infrastructure Management experience required
* Previous experience supporting and interfacing with senior executive stakeholders
* A general understanding of and technical competence in data center technologies
* A working knowledge of ITIL service management principles
* Demonstrated experience at overseeing and managing the largest and most complex accounts
* Knowledge of finance, contract management, customer relationship, leadership, relevant industry, negotiation, value creation and project management
* Advanced priority-setting skills as they relate to setting strategic direction for the group
* Seasoned ability to multi-task in a dynamic environment, interpret and apply complex and technical regulations, policies, and procedures related to customer contracts, often under significant timeline pressures and with accuracy and attention to detail
Desired Skills
Education
Bachelors (min required) Masters (desired)
PMP (highly desired)
Experience
Typically requires at least 10+* years relevant experience without Degree; 8+ years relevant experience with Undergraduate Degree; 6+ years relevant experience with Graduate Degree; 6 years managerial experience
Requirements
Normal office work.
Hazards
None known.
No salary provided
Posted January 28, 2015 at 04:38AM from LinkedIn http://ift.tt/1EpF0IF
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